I recently discovered (the hard way) that Vodafone stores have a policy of not allowing the return of faulty phones. In my case I tried to get it working with the assistance of various Vodafone customer service, technical support and store staff without any luck. On the third day I attempted to return it, detailing the problems I had encountered and the steps I had taken to try and remedy them. I was then told that faulty goods could not be returned at any time.

Obviously I'm taking further action as I believe that the law rather than Vodafone store policy takes priority. The point of this post is to let you know what you're in for if your phone does not work. I'm facing the prospect of legal action just to return a handset with a documented fault, so bear their store policy in mind.

Any number of other retailers will allow returns even if you just change your mind let alone in cases where the goods are faulty. So give Vodafone stores a wide berth if you like being able to return items you just bought that don't work.

Edit: I sent a detailed description of the situation off to a consumer affairs program. I've been contacted by a researcher who seemed quite shall I say skeptical that Vodafone are actually trying to carry out such a policy. So if anyone else has encountered this situation, email Watchdog and give the details of your case and how it was resolved.

Hi

I think the store is just being unprofessional.

Contact consumer direct for advice. See http://www.consumerdirect.gov.uk/

As far I am concerned you can return most faulty goods to a store.and get a refund/replacement. If after you get advice from consumer direct, Vodafone are still being silly, get trading standards to give them a call. http://www.tradingstandards.gov.uk/

Huckster

I actually got a written advisory from a consumer direct adviser which meant I was slightly off in my original assumptions. Essentially the law says you're obliged to give them ONE opportunity to rectify the problem after which you can demand a refund and void the contract.

Having said that they're still insisting that they are not obliged to give a refund at all unless you have no reception and return the phone within seven days. It's not in line with the law but they know you can't really do much of anything in the store. I suppose they assume that if they stubbornly repeat the party line most people will give up.

So the moral is, whatever you do DON'T BUY A PHONE FROM A VODAFONE STORE! If it goes wrong you'll be treated very very badly.

Artime - The shop is either trying to fob you off or it's an incompetent staff member who is involved and has so far dealt with your situation.

In fact under the sale of goods act 1979 (dependent on how long you've had the goods) you are not obliged to even give them ONE opportunity to repair, it is your statutory right if the goods are not "fit for purpose" that you can either reject them under the act and seek the full return of your money, or have them provide a new replacement....or with your agreement let them attempt to repair.

http://whatconsumer.co.uk/do-shops-have-to-give-me-my-money-back/

If you have spoken to a manager making it clear you are rejecting the goods under, "the sale of goods act 1979 (as amended) and they still refuse a refund or your choice of other options, then take the case to your local trading standards dept and let them do their job..as huckster has suggested..

Trust me I've spoken to members of their customer services team as well, and they're all sticking to the same line. I do know my rights in this instance, I've even had written confirmation from the OFT via their Consumer Direct advisory service. The truth is though that if a store manager is determined to flout the law, there isn't much you can do there and then. So I've fired off letters to Trading standards and Consumer Direct as well as Jane Hext (Vodafone's customer services director).
I'm just saying if you don't want to go through all that, don't buy from a Vodafone store.

I understand what you're saying, indeed you should not have to endure all the petty disagreements to make them honour their legal obligations, it does not seve as a useful customer relation exercise at all.

One thing further if you contact member, "Kirsty_Vodafone" from VF customer services in this thread below, she has stated she is willing to resolve customer complaints...worth a try...more irons in the fire. !

http://www.moneysupermarket.com/community/forums/t/bad-experience-with-vodafone-customer-service-33417.aspx

This is the Vodafone returns policy. You can see the pdf document if you do a search for vodafone returns policy.

Returning Faulty Equipment
If for any reason you find a fault with the equipment you have purchased,
you should:
• Return it to the store where it was purchased or to your nearest Vodafone store
as soon as possible; or if you are unable to do so, please contact our Customer
Service Department on 08700 700 191 who will assist you.
• Provide proof of purchase.
If you notify us of the problem promptly after purchase, we will offer you a refund.
We reserve the right NOT to offer an exchange or refund:

If the equipment is faulty then their own document provides the remedy.

Huckster

huckster:

This is the Vodafone returns policy.

We reserve the right NOT to offer an exchange or refund:

That's interesting but what precedence does the last item have?

They cannot overide your statutory rights by placing unfair or unlawful terms in their T&C's, that is covered in the UTCCR's (unfair terms in consumer contracts regulations 1999)

We reserve the right NOT to offer an exchange or refund

That clause only gives them the benefit when a case is borderline, or there are doubts as to whether the individuals statutory rights have expired or they don't exist for some other reason. Otherwise every company could print it's own "get out clause" to escape liability.

Jalexa:

huckster:

This is the Vodafone returns policy.

We reserve the right NOT to offer an exchange or refund:

That's interesting but what precedence does the last item have?

Jalexa

I think the 'reserve the right' clause is to avoid those cases where there has been a delay in returning a faulty phone or their is doubt that the phone is faulty. Whatever , the Vodafone shop should have offered an explanation to artime as to which part of the vodafone returns policy she has not complied with. And therefore why they are not offering a replacement or refund.

I don't think the vodafone wording in their returns policy is that unusual. I am sure I have seen it used before.

Huckster

conmankiller:

They cannot overide your statutory rights by placing unfair or unlawful terms in their T&C's, that is covered in the UTCCR's (unfair terms in consumer contracts regulations 1999)

[

I inadvertently dropped Huckster's quoted ":"

Neither Huckster (nor I) quoted the qualifications which appear on Page 3 of the document. Neither give carte blanche to a store manager to deny a refund.

Sorry Jalexa - not sure of what you mean, could you explain.?

conmankiller:Sorry Jalexa - not sure of what you mean, could you explain.?

I'm agreeing with you BTW in case you think I am disagreeing.

Going back to Huckster's extract from the Vodafone T&C's, he omitted the printed qualifications which which gave me concern that there was an apparent Vodafone "get-out". However if you refer to the Vodafone .pdf you will see that the qualifications which follow considerably weaken the apparent Vodafone "get-out". Probably not unreasonably.

Another round of points unless we are in agreement.

Sorry guys the full wording is

If you notify us of the problem promptly after purchase, we will offer you a refund.
We reserve the right NOT to offer an exchange or refund:

– if the fault is due to something in your control; and/or
– if we informed you of the fault before you purchased the equipment.

I think the bold wording above may be the bone of contention. Vodafone should have offered a clear explanation if the believed artime had damaged the phone.

huckster

K - Thanks - I never referred to the original VF T&C's as it was irrelevant to the applicable rights under the SOG act in this case. Cheers.